Chipotle Mexican Grill — Restaurant in Williamsburg

Simply heartbroken & disappointed is the best way to describe our feelings after dining at this chipotle.

I’ve been in Williamsburg since the store opened. It was our first chipotle, and like so many others, it opened our eyes to this delicious concept and cuisine. Over the years myself and my family have dined numerous times here, touting its quality and boasting this location over other chipotles across the country. Truly, when this chipotle was operating at its peak, no other chipotle experience could match our hometown Williamsburg chipotle. Efficient, delicious, clean, and memorable always left us looking forward to the next experience, not regretting our dining choice.

Over the years we have observed this location in decline. Whether the inside unclean, food cold or inedible, staff rude or inefficient, these unfortunate terms have been the hallmark of our experiences over the past few years. While disappointing, we have always returned never leaving lasting judgment on the establishment. Last nights meal was unfortunately, the last straw.

What was supposed to be a simple mobile order turned into a 30 minute wait and my father being screamed at by an uncaring manager, treated as though he was garbage on the street. My father arrived at the indicated time via the mobile app, only to find his order had not been completed. Strange, as he was the only person in the entire restaurant. Still, he sat down and waited 10 minutes just in case they were backed up behind the scenes. After this time had passed, he asked if they were working on it, only to be rudely shouted at that he had already picked up his order, they had remade it twice already, and they would not be making him one again. My father perplexed by this, tried to reason with the staff as he had only arrived at the time recommended by the app, but the rude manager sassed and yelled at him again saying they’ve remade too many orders. My father said alright, and asked for a refund, to which she again shouted and crucified him for not knowing they do not handle refunds, to do it through the app, and that she wouldn’t help him at all. Rightfully upset for this unfounded treatment, he stated that he would like a refund or his meal, and this was not the way to treat a loyal customer who has done nothing wrong. After more sass, barking, and crucifixion, she reluctantly went behind the counter and threw together the worst looking and tasting chipotle meal in all our years. The burrito was not even fully wrapped, thrown in the foil only to leak and explode upon opening.

My father came home more than anything, hurt by the experience. He was not upset, regretful, or spiteful: simply hurt. Even today his mood is still down, as this chipotle took a regular customer who looked forward to his meal every time and ground him to a pulp. Regardless of circumstances at that time or any issues that location has been facing with theft, any human regardless or race religious or creed should not have been treated that way. Any human, but especially a loyal customer.

We have decided that will be the end of our dining at chipotle restaurants. Time and time we have overlooked the little things chipping away at the experience, but enough is enough. After treatment such as this, I would much rather go to an establishment that cares about its customers, or simply cook at home. While not a big hit to your profits or the company as a whole in any way, and nor will this review do much to change your actions, it simply remains a shame. Years of loyalty and enjoyment, a once booming and fantastic branch, being flushed down the toilet by improper management. I hope the owner can turn it around and understand what the hiring and employment of terrible standards, rude staff, & frankly inhuman treatment of its customers does over time. I truly loved this chipotle and all the memories made within. Like I stated, it is simply a shame.

Thank you for the read, and I wish you all a much better future than what is being...

Below was my review from 4 years ago. Now I am changing it to 1 star. Don’t order online from here!! I did today and I didn’t receive most of what I ordered. They didn’t even inform me of what they were out of when I picked up my order. They were out of the following which I ordered on mine or my sons bowl: brown rice, shredded cheese, lettuce, medium salsa, fajita veggies and queso. The last two are up charges. I didn’t notice all of this until I opened my bag and about to eat. I am so glad I didn’t plan on going home to eat. It started when I opened my bag and didn’t see my side of medium salsa with my chips. They were like oh we are out of that and offered me guacamole and I was thinking ok cool so that’s not on my bowl either so I guess the guacamole will be ok. Then my bag of chips was barely filled and when I asked if the portion changed the manager rolled her eyes and gave me another bag. Sat down and opened our food and my sons bowl which I ordered had five ingredients only had two the chicken and white rice. Then mine I didn’t have four of the ingredients I ordered. I understand that sometimes places are out of items but when their online ordering system doesn’t let them take them off when they don’t have the items they could have at least waited for us to arrive and offered to cancel the order or ask permission for the changes. I work in food and it’s not okay to just make what you have and not warn the customer and act like it’s all good and have the food waiting for them like it’s all made how they ordered it and paid for up charges they didn’t receive. I will not be going back!! Lost a customer here.

I love, love, love Chipotle!! Now that being said they really need to learn how to wrap a tight burrito. Luckily I don't order a burrito but my husband does. I shouldn't have to reroll his burrito when I get home from getting our food. I am glad I've worked at places that also make burritos so I know how to properly, and tightly,...

This place doesn’t even deserve a one star rating. My family and I arrived at 9:15 PM after my sons football game for a late quick dinner the restaurant plainly says that it’s open until 10 PM we walked through the door to find all of the chairs stacked up on the tables as if they were closed employees that did not greet us , and an extremely rude manager named Mercedes. No rice or tortillas on the bar at all to order. When we questioned whether the restaurant was completely out the manager said yes they were out and that if she added some to the bar it would be too late and it wouldn’t be used however there were several other customers in the store wanting food as well after questioning this concept she then went on to state that they were actually out of rice completely in the store and that the rice cooker was broken. i’ve called corporate and filed a complaint. If you don’t want to provide customers with your full product 45 minutes before closing your store you should close at 9 PM instead of 10 PM. If your doors are open you should be providing for customer service including cooking whatever needs to be made so that your customer has a full option from your menu . This manager who stated her name was Mercedes had an attitude and acted as if we were bothering her, she seem to forget that those customers coming in the door after 9 PM and that last hour of her business are still paying her paycheck. What food that was left on the bar was disgustingly old and looked an edible. The bar area where they used to make your food was also very disgusting and had not been cleaned all day. The employees at this location should be fired. If this store wants to continue upper management needs to do a complete employee overhaul!!!! We did not eat because the manager was unwilling to make fresh rice , And this was 45 minutes before closing time. Not even sure why they are open for business With these...